Help Desk Analyst

Company name
p9 cloud solutions

Experience
1 yrs required

Location

Waltham, MA

Profile

*Nice to have - Apple Genius Bar Support or Expericence with Apple Products

Responsibilities:

Responsible for monitoring ticket queues and ensuring Incident and Service Request tickets are correctly routed.
Responsible for monitoring tickets throughout the incident lifecycle and intervening to avoid process or quality breaches.
Responsible for analysing and verifying ticket quality via random sampling and other means.
Responsible for accepting, updating, assigning and closing the tickets based on the updates received from Avanade managed service
Reporting to the incident manager the hourly status of the operation, escalating issues as required.
Supporting the incident manager in implementing change to deliver benefits to the end user via process and working practice improvements.
Responsible for some reporting of ticket volumes where required

Experience Required :
Experience of incident management and ITIL service operations.
At least 1 years’ experience working in an incident management team or service operation environment.
Demonstrable ability to work accurately, efficiently and in a timely manner without supervision.
A swift worker who is able to cope with high volumes of work, completing tasks within the allotted time.
Ability to analysis data, act on findings and co-ordinate with support teams and report back on status and progress.

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